Over time, an employee builds a relationship with a client. The client comes to trust the employee, preferring to work directly with him. This means that the client speaks to the trusted employee to handle problems or make sales. When the employee decides to leave the company, the client can feel lost in the shuffle. The company manager must act quickly, and carefully, to inform the client of the employee's departure and prevent losing the client.

Assign an employee to act as a point of contact for the client. The employee must handle inbound phone calls from the client and field any questions the client may have regarding the change. Making the client feel like a priority will reduce the chance of losing the account.

Assign an employee to take over the client's account. Select the point of contact or a different employee, if the point of contact does not work in the sales department. Ensure the new account lead familiarizes himself with the account and keeps orders up-to-date.

Write a formal letter or email to the client informing them of the employee's departure. Use concise but polite language. Anticipate the client's main concerns by providing him with the name and phone number for his point of contact and new account manager. Mail or email the letter to the client.

Schedule a meeting with the client to discuss his concerns in person. Arrange to meet the client in the company's office. Have the manager, point of contact and account lead present in the meeting. Address any of the client's questions or concerns.

Tip

Move quickly after an employee leaves. Make the transition as smooth as possible for the client, ensuring he does not miss any regular product orders.

Warning

Do not divulge private details about the employee or her departure. Inform the client that the employee left to pursue new opportunities, and avoid speaking negatively about someone the client came to trust.

About the Author

Amelia Jenkins has more than eight years of professional writing experience, covering financial, environmental and travel topics. Her work has appeared on MSN and various other websites and her articles have topped the best-of list for sites like Bankrate and Kipplinger. Jenkins studied English at Tarrant County College.